Customer Experience Manager

About this role

The role is for a Customer Experience Manager at Torah Holdings Limited, based in Abuja, with full-time status. The company operates across real estate, investment and financial advisory, and communications, and emphasizes client-focused solutions and long-term value creation. The position involves ensuring excellent customer service at all contact points, developing service standards, handling feedback and escalated complaints, and driving customer loyalty and satisfaction. The role reports to the Managing Director and requires coordinating with sales, marketing, and operations to improve the customer journey. The advert outlines duties across process improvement, complaint handling, training, supervision, reporting, and multi-channel customer interactions.

What you would do

• Recommend process improvements to enhance customer satisfaction and efficiency
• Develop procedures for handling complaints, enquiries, and feedback
• Create customer retention and loyalty initiatives
• Develop and implement customer experience strategies and service standards
• Analyse feedback to identify recurring issues and propose solutions
• Train staff on customer service standards and professional communication
• Monitor customer satisfaction and identify service improvements
• Supervise and support customer service representatives
• Manage complex and escalated complaints
• Prepare customer experience reports for management and oversee multi-channel interactions

What they are asking for

• Relevant qualifications and experience

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